Client Engagement Regional Director, Northeast

Richemont•New York, NY

3d•$150,000 - $170,000•Onsite

About The Position

Richemont, a global leader in the luxury sector, is seeking a Client Engagement Regional Director for the Northeast region. This role is responsible for implementing client engagement strategies to drive sales growth through clienteling and foster client loyalty. The Director will identify and execute new initiatives to build relationships with existing and emerging clients via exceptional experiences and in-store activations, in partnership with the Regional AVP and cross-functional teams. A key focus will be on recruiting and developing high-net-worth clients and providing in-person coaching to boutique teams to enhance clienteling performance.

Requirements

Bachelor's degree in a business-related field preferred.
10+ years of luxury goods retail or luxury hospitality management experience.
Boutique experience preferred.
Client development/engagement experience required.
Experience managing budget and tracking project ROI.
Strong attention to detail.
Strong business acumen.
Strong analytical skills to read data and extract actionable insights.
Ability to lead through influence across all stakeholders.
Strong interpersonal and organizational skills.
Open and approachable to working with corporate and boutique teams in a mutually supportive manner.
Ability to manage multiple projects simultaneously and organize workload to meet organizational timelines in a fast-paced, high-growth environment.
Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in a timely manner.
Experience working in a matrix organization and working across the organization.
Strong work ethic.
Strong computer skills (PowerPoint and Excel).
Excellent communication skills.

Nice To Haves

Additional languages (e.g. French) are a plus.

Responsibilities

Conduct regular boutique visits (3-4 days per week) to support leadership, improve clienteling KPIs, and reinforce best practices.
Foster a clienteling mindset and culture within boutiques, embedding routines into daily business practices.
Drive adoption of all client outreach tools and create an environment conducive to strategic clienteling activities.
Support the implementation and rollout of new clienteling tools and initiatives across the region, scaling best practices.
Upskill and reinforce team behaviors through coaching tools and training for boutique leadership.
Partner with the North America Client Engagement team on enhancements and provide local market insights.
Lead and support the rollout of clienteling trainings with the regional L&D team, ensuring adoption and providing coaching.
Focus clienteling efforts on priority and high-potential clients, creating personalized quarterly development plans.
Support boutiques in developing, managing, and executing client development activities within budget, tracking ROI.
Coordinate client gifting initiatives aligned with brand guidelines and store priorities.
Identify and nominate suitable clients for exclusive brand experiences, high-jewelry events, and special activations.
Support the allocation of numbered limited edition watches within the region based on clienteling priorities.
Plan boutique event strategies in partnership with the field around commercial peaks and launches, setting targets and ensuring results.
Implement actions for boutique openings or relocations to drive client retention and acquisition, maximizing ROI.
Ensure successful implementation of events and openings in partnership with the regional Operations leader.
Maximize the recruitment and development of high-potential, high-net-worth clients through local partnerships.
Monitor competitive activity, insights, and local activations.
Ensure high standards of data capture and data quality, coaching the team on best practices.
Review boutique client portfolios to identify opportunities for retention, development, re-assignment, or reactivation.
Leverage the database to pull ad-hoc client lists for local initiatives.
Review monthly clienteling results and KPIs to generate insights and actionable recommendations.
Support underperforming boutiques with action plans to improve clienteling performance and client development results.
Coach and support Sales Associates in developing strong clienteling habits and best practices.
Identify low performers and implement targeted coaching and development plans with boutique leaders.
Foster a collaborative and client-focused team culture, motivating the team to achieve objectives.
Partner with boutique leadership to deliver on-the-floor coaching and training on CRM tools, clienteling techniques, and personalized engagement.
Ensure all team members act as brand ambassadors, embodying brand values and delivering exceptional client experiences.
Support boutique Client Engagement Directors in driving results and impact in their market.